Quality of smart-work support service, perceived value and intention to continue smart-work: empirical evidence from Korea

Kim, Sang Soo

doi:10.1108/itp-08-2020-0544

Cited by 6 publications

(3 citation statements)

References 119 publications

(224 reference statements)

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Section: Literature Reviewmentioning

confidence: 99%

“…The primary focus of service providers is achieving customer satisfaction and their business performance depends on how to retain customers by improving service quality and providing excellent services (S. S. Kim, 2023). Hence, what's required is to keep service failure situations in control by determining the cause of failures and making appropriate service recovery efforts.…”

Section: Literature Reviewmentioning

confidence: 99%

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Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure

Choi,

Kim,

Kim

2023

Sage Open

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The hair salons industry has seen many players coming into the market due to low entry barriers and thus it is getting harder to attract new customers in a highly competitive market. As a result, operators are competing more on delivering better services. Like other service businesses, hair salons understand the importance of maintaining high-quality customer service. Since it is nearly impossible to cater to all customer needs as they prefer, handling service failures effectively is considered to be vital. This study aims to examine the processes in which perceived justice of service recovery influences recovery satisfaction and thus this leads to customer loyalty. To achieve this purpose, an online survey was administered to 434 people who reside in the greater Seoul metropolitan area, South Korea, and have visited hair salons for hair care services. The results indicated that customers’ perceived service recovery justice affects satisfaction and finally contributes to customer loyalty, which reconfirms the finding of prior studies that appropriate compensation and the customer-service provider-relationship positively influence customers’ recovery satisfaction. This study also provides hair care service providers with directions on how to restore customers’ recovery justice following service failures.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure

Choi,

Kim,

Kim

2023

Sage Open

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“…Perilaku tersebut dapat mengarah pada pikiran konsumen untuk terus membeli produk tersebut secara berkelanjutan sebagai suatu kebutuhannya. MenurutRahi & Ghani (2019),Kim (2022),Inan et al (2021) & Cheng (2022), ada 4 (empat) dimensi yang mempengaruhi continuance usage intention, yaitu: (1) Jaminan, (2) Reaktivitas, (3) Dependensi dan (4) Kata dari Mulut.Kaitan antara perceived quality dengan customer satisfactionMenurut Tzavlopoulos et al, (2019),Prasadh (2018), danÖzkan et al, (2020) menyatakan bahwa perceived quality memiliki pengaruh yang positif dan signifikan terhadap customer satisfaction. Artinya, jika perceived quality meningkat maka customer satisfaction juga ikut meningkat Ghani et al, (2017),Inan et al, (2021).…”

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Pengaruh Perceived Quality dan Usefulness terhadap Continuance Usage Intention Melalui Customer Satisfaction (Studi Kasus pada Grabfood)

Wijaya,

Nawawi

2023

JMK

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Tujuan dari penelitian ini adalah untuk mengetahui pengaruh perceived quality dan perceived usefulness terhadap continuance usage intention melalui customer satisfaction pada pelanggan GrabFood di Jakarta. Jenis desain penelitian yang digunakan pada penelitian ini adalah desain penelitian deskriptif. Teknik pengambilan sampel dilakukan dengan cara purposive sampling dan jumlah sampel yang diteliti sebanyak 100 responden yang merupakan pengguna GrabFood di Jakarta. Metode pengumpulan data dilakukan dengan menyebarkan kuesioner yang disebar secara online dengan google form. Teknik analisis data dengan menggunakan metode partial least square-structural equation modeling (PLS-SEM) dan program SmartPLS versi 4. Hasil penelitian ini menunjukan bahwa perceived quality berpengaruh secara positif dan signifikan terhadap customer satisfaction, perceived usefulness berpengaruh secara positif dan signifikan terhadap customer satisfaction, customer satisfaction berpengaruh secara positif dan signifikan terhadap continuance usage intention, perceived quality berpengaruh secara positif dan signifikan terhadap continuance usage intention, perceived usefulness berpengaruh secara positif dan signifikan terhadap continuance usage intention, perceived quality berpengaruh secara positif dan signifikan terhadap continuance usage intention melalui customer satisfaction dan perceived usefulness berpengaruh secara positif dan signifikan terhadap continuance usage intention melalui customer satisfaction. The purpose of this study was to determine the effect of perceived quality and perceived usefulness on continuance usage intention through customer satisfaction on GrabFood customers in Jakarta. The type of research design used in this study is a descriptive research design. The sampling technique was carried out by means of purposive sampling and the number of samples studied was 100 respondents who are GrabFood users in Jakarta. The data collection method was carried out by distributing questionnaires which were distributed online with the Google form. The data analysis technique uses the partial least square-structural equation modeling (PLS-SEM) method and the SmartPLS version 4 program. The results of this study indicate that perceived quality has a positive and significant effect on customer satisfaction, perceived usefulness has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on continuance usage intention, perceived quality has a positive and significant effect on continuance usage intention , perceived usefulness has a positive and significant effect on continuance usage intention, perceived quality has a positive and significant effect on continuance usage intention through customer satisfaction and perceived usefulness has a positive and significant effect on continuance usage intention through customer satisfaction.

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Digital Platform Continuance During the Great Resignation: Evidence from Knowledge Workers in Europe and Africa

Bawack,

Kamdjoug,

Dennehy

2023

Inf Syst Front

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As countries emerged from the Covid-19 pandemic, management teams faced the challenges of supporting their employees to return to the traditional office work environment, adopting hybrid work modes to ensure business continuity, and creating work conditions conducive to personal well-being. Despite the critical role of digital platforms during the pandemic, there is limited understanding of the role of digital platform continuance to retain employees during the Great Resignation phenomenon. To address this gap, this study focuses on organisational support as there is growing recognition of its importance in digital platform continuance. Using partial least square algorithms, we used the organisational support theory and information systems (IS) continuance literature to derive a research model tested on data collected from 447 knowledge workers across central Europe and Africa. The results show that management-by-objective (MBO) and support from direct managers are essential determinants of knowledge workers’ post-crisis digital platform continuance intentions. The perceived usefulness of digital platforms mediates the effect of direct manager support on digital platform continuance. We discuss how the results could extend organisational level IS continuance research and help organisations develop strategies to retain employees in this post-crisis work-related phenomenon.

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Quality of smart-work support service, perceived value and intention to continue smart-work: empirical evidence from Korea

Cited by 6 publications

References 119 publications

Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure

Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure

Pengaruh Perceived Quality dan Usefulness terhadap Continuance Usage Intention Melalui Customer Satisfaction (Studi Kasus pada Grabfood)

Digital Platform Continuance During the Great Resignation: Evidence from Knowledge Workers in Europe and Africa

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